Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.05

4.1 Rating 2,626 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,626 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 54%
Accurate And Undamaged Orders	Greater than 71%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.7 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0345 656 1234

Email:

ocado@ocado.com

Location:

3 Bishop Square
Hatfield
AL10 9NE

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Ocado 1 star review on 22nd December 2023

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Definitely the best onlne shopping experience I have had. The range and quality of products is excellent and, unlike other retailers, substitutions or unavailable items are extremely rare. The drivers are normally on time and in the occasion when there was a delay I got a call to warn me. Being able to see the shelf life of the products while shopping online is also very useful.”

Helpful Report

Posted 9 years ago

“Quick and easy to use. Most of the time it delivers a five star service but ,from time to time, the packing of goods leaves a lot to be desired. Potatoes in the same bag as bread, water bottles packed alongside soft fruits, tops of cleaning products not properly secured and leaking. As I say most of the time the service is fine but when it isn't it's annoying.”

Helpful Report

Posted 9 years ago

Hi Linda, thank you for taking the time to leave some feedback for us about our service. We’re pleased that you’ve found we give a five star service, but so sorry that we’ve let ourselves down from time to time with poor packing. Having heavy items like potatoes and water bottles in the same bag as softer items really is a pain, and concerning that your cleaning items haven’t been packed separately and have leaked. We’d love to get this feedback passed on to our Warehouse team for you. If you can email us at ocado@ocado.com with the subject including your name and Reviews.co.uk, we’ll be happy to see what we can do for you. We hope this helps Linda and we look forward to hearing from you soon.

Posted 9 years ago

Many thanks for getting in touch and emailing us Linda, we've now passed your feedback on to our Warehouse team. We hope you'll see an improvement in the packing. If we can help you any further please do let us know. Take care Linda and we hope you continue to enjoy your shopping experience with us!

Posted 9 years ago

“Excellent service. Very good web site. Unfortunately, some products are poor; especially the 'sell buy' dates which are invariably very short.”

Helpful Report

Posted 9 years ago

Hi there Paul, thank you for taking the time to leave a review. We're really pleased you find our service excellent and our website to be very good, but we're sorry to hear that some of the products haven't been up to the standard we expect. We're also sorry to hear you've had some short dates on them, which we can understand how inconvenient this would be for you, especially if you plan your meals in advance. We'd love to be able to help and look into this further for you Paul. If you can email us at ocado@ocado.com with your name and Reviews.co.uk included in the subject, we'll be able to get this feedback passed on for you. We're looking forward to hearing from you Paul and we hope you've been having a lovely day!

Posted 9 years ago

“I find the ordering process very simple and it is possible to make as many changes as you need up to the cut off point. I do my shopping from the passenger seat in the car or in the bath! Brilliant. The food is generally of a very high standard. The drivers are always polite and friendly. If there are ever any items you are not happy with you can return them at the point of delivery or request a refund online. It saves so much time and in-store 'wandering eye' purchases. You can even get last minute birthday gifts.......what's not to like?!”

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Posted 9 years ago

“I love Ocado - punctual, efficient, great customer service and competitively priced.”

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Posted 9 years ago

“The service provided by Ocado is excellent and I do not know what i would do without it. The most important thing to me is the quality of the items ordered and, for the most part, it is very good with the exceptional blip, which you then refund when contacted. The only things I suggest as possible improvements are: Sometimes the items are delivered pretty 'wet'. I do not know whether this is condensation in the van or some problem with the refrigeration. Occasionally, the driver will ring the door before he has organised the bags to be brought in. This is a little annoying, as it takes some time and the front door stays open while he gets it all together. If I do want to telephone Ocado, it can take a very long time to get through, as you know. However, I reiterate ... it is a wonderful service and I am certainly a devotee and have been for many years.”

Helpful Report

Posted 9 years ago

Hi Caroline, thanks for taking the time to leave your very kind review for us. We’re so pleased to hear that you are a devotee and feel we provide a wonderful service. We always strive to provide the best service possible for our customers so it means a lot to hear great feedback such as yours. As a way of constantly improving our service, we always listen and value all feedback and suggestions we get from our customers. For example, when you suggested possible improvements to the condition of your shopping and the time our drivers ring your door. It’s concerning that your shopping is sometimes delivered wet. We’d like to assure you that all of our items are always under a temperature controlled environment, to make sure all of your shopping is as fresh as can be. We’d also like to pass feedback on about the time your drivers ring your doorbell, as we understand the annoyance of having your door open for a very long period of time. You certainly wouldn’t want all the heat to leave the house when your shopping is arriving. So we can look into this further for you, please could you email us at ocado@ocado.com, and if you can put in the subject your name and Reviews.co.uk, we’ll be able to see what we can do for you. We hope this helps Caroline, we look forward to hearing from you. We hope you continue to be happy with our service for many more years to come!

Posted 9 years ago

“Brilliant service, excellent quality of food. I don't use any other supermarket.”

Helpful Report

Posted 9 years ago

“I have been using Ocado since the service started (around 15 years ago) and continue to use it weekly or twice weekly. The prices are competitive and its 'search' for items is one of the best I have come across on any website. Refunds are processed quickly if an item is damaged or faulty. My advice would be to sign up for their delivery service, so you pay a monthly charge but get free deliveries according to the package you have signed up for.”

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Posted 9 years ago

“I started to use due to food tasting like food and it does thank goodness”

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Posted 9 years ago

“Reliable, great selection, good value and high quality often simultaneously.”

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Posted 9 years ago

“A very reliable, friendly service. Food always at its best.”

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Posted 9 years ago

“You should increase your offer of organic food in general. This is the only weak point today.”

Helpful Report

Posted 9 years ago

Hi there Arnaud, thanks for sending us a review. We'll be sure to pass on this feedback. Hopefully you'll soon see our organic offer increase soon in the future, as organic produce is extremely popular with our customers.

Posted 9 years ago

“Rarely has substitutions or missing items. Delivery staff far better than anyone else - friendly, positive and professional. Items usually bagged extremely well with good dates on fresh items. Delivery sometimes earlier than should be but this is rarely problematic for me, but might be for other people if you are trying to fit in the precise time. Offers good, flash sales interesting, website fantastic - you know where items are made/come from and a full list of ingredients and nutritional information. This is a major plus for me. The other plus is a range of items that don't appear on other websites. There is more organic food, more local businesses represented and a far higher quality of food than anywhere else. I pay my delivery charge monthly and order whenever I want. I can't rate them highly enough really.”

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Posted 9 years ago

“Happy thanks for being there”

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Posted 9 years ago

“I recommend ocado all the time, they are so much better than other online grocers. Ease of delivery and excellent customer service makes them way ahead of the rest.”

Helpful Report

Posted 9 years ago

“I find Ocado very convenient and the website is very easy to navigate even thought there is such a variety of items. They always meet delivery times and almost never have substitutions or missing items - when they do it is usually because these were "flash sale" items. The offers on Ocado really help to save money. I have found their customer service staff very helpful and efficient on the very few occasions I have spoken to them. I welcome the opportunity to contribute to food banks and know that the recipients are getting good quality food at such a stressful time. Ocado is definitely my number one shop.”

Helpful Report

Posted 9 years ago

“Fantastic range of products at extremely competitive prices, delivered to your door for a tiny sum (the monthly pass ends up being the cheapest deal around if you are a weekly shopper, like me), with a fantastic range of slots always available, spot on time, and always, always by the nicest drivers/deliverers around. I have tried several other supermarket delivery services, more than once, and there is simply no contest in terms of range, price and service. How did we live before Ocado??”

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Posted 9 years ago

“my Ocado drivers are always courteous, on time and helpful. Thank you very much”

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Posted 9 years ago

“Love it. Excellent service, polite drivers, always on time.”

Helpful Report

Posted 9 years ago

“Delivery always on time - Delivery people always polite and helpful… The user interface to select shopping needs a little work. It used to be much better than the competition but now needs to improve to keep in line with customer demands (in my view). For example - if I regularly buy something and Ocado stops stocking it, I do not get told…”

Helpful Report

Posted 9 years ago

Hi Pauline, thank you for leaving a review about our service. We’re so pleased you’ve found your deliveries to be on time and your drivers are always helpful and polite. But we are sorry to hear you’ve found our user interface to not be as good as what it used to be, and that you’ve not always been told when an item is no longer being stocked. We would certainly like to pass feedback on for you. If you can email us at ocado@ocado.com with the subject containing your name and Reviews.co.uk, we’d be more than happy to see what we can do. We hope this helps Pauline, have a lovely day!

Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews